وصف الوظيفة
Role Overview
Customer Success Manager – Arabic Speaker at Salesforce. This role serves as a primary contact point for Salesforce's largest and highest-profile customers within the Signature Success team.
Company Overview
Salesforce is the #1 AI CRM where humans with agents drive customer success together. The company leads workforce transformation in the agentic era, with Agentforce as the future of AI. The Customer Success team within Signature Success is seeking a driven and customer-focused professional.
Role Purpose
Partner with a small number of assigned accounts, maintaining a continual focus on the customer's business goals to improve their overall technical and operational health and realize maximum value from their Salesforce investment. Act as a trusted advisor, building strong relationships and developing deep technical understanding to proactively set customers up for success.
Key Responsibilities
Account & Stakeholder Management
- Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, renewal, and expansion.
- Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
- Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
Customer Success & Advisory
- Help customers achieve their business goals and outcomes on the Salesforce platform by coordinating completion of the Signature Success catalog of services as required.
- Provide timely, proactive Salesforce feature guidance based on areas of interest for each customer.
- Act as an advisor to customers for adoption of new features from Salesforce's annual release schedules and identify potential challenges and risks to their implementation.
- Communicate the value of Signature Success and ensure all collaborators understand this value so that customers continue to renew.
Support & Enhancement
- Act as an advocate for customers during triage and resolution of high-severity cases to assist with timely resolution.
- Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
Operations & Availability
- Occasionally act as a point of contact for major incidents, owning the customer's expectations and communications through resolution.
- May be required to occasionally be available for after-hour or weekend coverage depending on customer need.
- Anticipate and adapt to role changes per evolving Salesforce needs.
Qualifications & Experience
- 8+ years of relevant industry expertise in Technical Customer Success, SaaS platform use, project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
- Knowledge of software development process and design methodologies.
- Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.
- Degree or equivalent experience required; experience will be evaluated based on demonstrated behaviors in previous jobs that align to role needs, such as extracurricular leadership roles, military experience, volunteer roles, or work experience.
- 2+ years in the Salesforce Ecosystem (preferred).
- Salesforce product certifications are a plus: Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, or Sales Cloud Consultant.
- Knowledge of Salesforce products and features, capabilities, best use, and deployment methods (preferred).
Skills & Competencies
- Exceptional English and Arabic communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
- Fluency in both Arabic and English is essential.
- Skills for analyzing technical concepts, translating them into business terms, and mapping business requirements into technical features.
- Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
- Exceptional communication and professionalism.
- Dedicated to meeting and exceeding expectations.
- Excellent collaboration skills.
- Ability to learn new technologies quickly.
- Extraordinary focus on the success of the customer.
Additional Information
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Recruiting, hiring, and promotion decisions are fair and based on merit.
If you need reasonable accommodation during the application or recruiting process, please submit a request via the Accommodations Request Form.
Salesforce uses artificial intelligence tools to help recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions.